Customer case
Facilicom unifies its business divisions into a single platform with Salesforce
Loving where you work can have a huge impact on overall wellbeing, and Facilicom Group is on a mission to help customers keep property clean, safe, and hygienic in Belgium and the Netherlands. But that’s not all, the company also provides catering, security, and services for healthcare providers to help maintain the healthiest environment for employees throughout the day.
“Our motto is ‘happy people make happy people’. Our services keep customers, their staff, and visitors happy – and with Salesforce we can make them happy across every touchpoint,” said Albert van der Meulen, Vice-CEO of Facilicom Group.
In a highly competitive industry, the need for innovation and an outstanding customer experience is vital. And an exceptional customer experience relies on smooth processes, strong relationships, and productive staff.
"Salesforce helps us to be more efficient, and in our business, small efficiencies translate to big wins."
Albert van der Meulen - Vice-CEO of Facilicom Group
Aligning operations to act as one.
Facilicom Group, headquartered in Schiedam, is a family business made up of five major divisions – Gom, Trigon, Facilicom Solutions, Food&i and Incluzio. It currently employs around 28,000 people and is a leading player in the sector.
The Group has grown by both acquisitions and organically, and to accelerate growth through cross- and up-selling, it needed to increase efficiency, eliminate siloes, and unlock economies of scale.
“To get closer to customers and intensify our customer relations we had to discover how we could add more value for them, we needed to align the customer experience so they feel like Facilicom customers, not like they’re interacting with multiple different brands,” explained Fleur Mulder, Project Lead at Facilicom Group.
The company partnered with Nextview to design and implement one enterprise architecture across the whole organisation. Built on Sales Cloud, Service Cloud, and Experience Cloud, the platform optimises the customer journey from prospect to delivery.
Unlocking that 360-degree view of the customer.
The platform leverages mostly out-of-the-box functionality to adapt the solution to support Facilicom users in the best possible way. And, by unlocking 360-degree visibility of the customer, it’s already helping the company to make smarter decisions that result in better ROI and more sales wins – in the first 12 months, pipeline forecasting accuracy reached 80%, and the sales hit ratio increased by 10%.
“Salesforce gives us better visibility of the market and our customers. As well as helping us up- and cross-sell to existing customers, it means we have better information when tenders are issued and can choose whether to participate based on our chances of winning,” explained van der Meulen. “As well as winning more business, we can reduce the cost of sales by only focusing on the highest value opportunities.”
Smarter workflows have also triggered a cultural shift, creating a more unified approach across the company to help employees be more organised and efficient. Sales Cloud & CPQ, also adds additional value by helping the team to reduce lead time via a catalogue of services they can offer to customers.
“Based on data captured in Salesforce, we can now see that customers who spend a certain amount with us on cleaning for example, are more likely to be interested in other services like catering, so the sales team can easily prioritise who to reach out to,” confirmed Mulder.
Giving customers better access to support with Service Cloud and Experience Cloud.
The team is currently using Service Cloud for its healthcare business, with plans to optimise processes and roll it out across the enterprise. It gives agents a central place to handle complaints and cases, taking knowledge out of people’s heads and onto a single platform.
By freeing the team from admin, they can onboard new customers faster and focus on giving customers higher quality support. Agents have visibility of where a customer is calling from before answering a call, so they can have more valuable interactions as soon as they connect without spending time asking the customer who they are.
The company is also preparing rolling out more self-service capabilities for customers via a portal built on Experience Cloud. Customers can change their payment method, update their account, or access services from a single log in.
They’ll also have access to Salesforce dashboards to track performance and service delivery.
“Giving customers greater transparency is crucial for improving customer satisfaction levels. We want to deliver omnichannel customer services through the website, live chat, and our portal, as well as the traditional contact channels,” said Mulder.
10% increase in the Sales Hit Ratio the first 12 month with pipeline forecasting accuracy reaching 80%
Getting more proactive to have a greater impact.
Eventually, the team plans to integrate Salesforce with its website. Customers will be able to enter measurements of a property they want cleaned, request a quote based on how often they need the service, then order and pay online; and the whole journey will automatically be captured in Salesforce. “Salesforce is a great enabler, and this kind of service will help to boost sales and open up more opportunities for us,” added van der Meulen.
The company is also planning on getting more proactive, integrating Salesforce with its marketing solution and capturing metrics to make communications more effective. The marketing team uses both push and pull campaigns to connect with customers and educate them about new innovations such as robot cleaners.
“Salesforce helps us to be more efficient, and in our business, small efficiencies translate to big wins,” said van der Meulen. “Fast cleaning services can be the difference between a surgical team being able to do 10 or 15 operations a day. With Salesforce, we can identify more and more opportunities to make life better for customers and staff.”
"To get closer to customers and intensify our customer relations we had to discover how we could add more value for them, we needed to align the customer experience so they feel like Facilicom customers, not like they’re interacting with multiple different brands."
Fleur Mulder - Project Lead at Facilicom Group
